Message From Karl

Y’ello,

My name is Karl Olutokun Toriola. I’m the CEO of MTN.

Last Saturday, we had an outage that left our customers without a connection for several hours. On behalf of the entire MTN team, I want to start with a heartfelt apology. We are truly sorry for the disruption this caused for so many in our MTN family.

We know that millions of people rely on us to stay connected to their loved ones, to manage their businesses, to coordinate their lives. We take that responsibility, and privilege, very seriously. That’s why we are putting new measures in place to make sure we never experience anything like last Saturday again.

Our technical teams have traced the cause of the problem to an error that shifted all our 4G customers onto the 3G band. This overloaded the 3G band, causing a domino effect that impacted the whole network. Our engineers were able to resolve the problem.

I know that recently other technology companies suffered outages. I want to reassure you that last Saturday’s event is in no way connected to those. This wasn’t sabotage, it was a regrettable error.

While we work to strengthen our network to prevent further disruptions of any kind, we wanted to find a way to say sorry. Something more than extending the validity of all time-bound plans by 24 hours, which we did as soon as service was restored.

So, while we can’t give you back the time you lost last Saturday, we can give you back what you spent yesterday. Every customer on the MTN network has received a refund for the data and airtime that they used between 12noon and 7pm yesterday. We hope it shows how much we value our customers. You truly are our most important focus.

We all have challenges, each and everyone of us – young or old, personally or professionally. What matters is how we respond. With you by our side, we will continue to improve and grow.

Thank you for all your support.

Thank you for walking with us over the last 20 years.

We look forward to the next 20 and more with you.

We move!

Frequently Asked Questions

 

The refund is targeted at all MTN prepaid and postpaid customers who perform chargeable activities; voice, data and SMS on the network between 12.00 pm and 7.00 pm on Saturday, October 16, 2021, ONLY.

The amount spent will be refunded.

The refund is a token linked to the Network outage experienced on Saturday, October 9 2021.

 

All MTN prepaid and postpaid customers that perform any chargeable activity; voice, data and SMS on their MTN lines between 12.00 pm and 7.00 pm.

Note: Customers that did not perform any chargeable activity on their MTN lines between 12.00 pm and 7.00 pm on Saturday, October 16 2021 will not receive a refund.

 

Customers will be refunded with the total amount spent on Voice (National & International), SMS (National & International), and Data into dedicated accounts for national calls, SMS and Data.

For example:

If a customer used a total of 3GB between 12.00 pm and 7.00 pm on Saturday, October 16 2021, the customer will receive 3GB in a dedicated account on Sunday, October 17 2021. If a customer used a total of N300 for voice calls between 12.00 pm and 7.00 pm on Saturday, October 16 2021, the customer will receive N300 in a dedicated account on Sunday, October 17 2021. If a customer spent N100 for SMS between 12.00 pm and 7.00 pm on Saturday, October 16 2021, the customer will receive N100 on Sunday, October 17 2021.

 

All chargeable activities for Voice, SMS & Data on your MTN lines between 12.00 pm and 7.00pm on Saturday, October 16 2021 from the following accounts:

Calls, SMS & Data Main Account Calls, SMS & Data XtraTime Account Calls, SMS & Data Postpaid Wallet Account Calls, SMS & Data XtraValue Accounts Calls, SMS & Data Awuf4U Account Data Activities from dedicated accounts HyNet Capped Account

Note:

Activities from the below accounts will NOT receive a refund:

Data activities from bonus dedicated accounts. Voice calls from bonus dedicated accounts SMS from bonus dedicated accounts HyNetFlex Unlimited Bundles Bundle subscriptions from main account.

 

No, the airtime and data you will be refunded will be credited into airtime and data dedicated accounts respectively.

 

Yes. You will receive an SMS on Sunday, October 17, notifying you of the amount you have been refunded for the chargeable activities performed on your line between 12noon and 7.00 pm on Saturday, October 16th 2021.

 

You will be able to perform the following activities:

Airtime for National Calls & SMS Data for all Data activities

Note: The refunded airtime and data CANNOT be used for:

International calls & SMS Roaming calls, SMS & Data MTN Share Purchase of bundles, VAS etc.

 

You will be charged as follows:

National Calls @ N7.50/min (0.125K/sec) National SMS @ N4/SMS Data Browsing @ 0.0005N/kb.

You will be able to check the balance of your refunded airtime and data via the following channels:

  • Dial *556# and you will receive an SMS with details of your compensation airtime and/or compensation data plus other bundles and bonus balances.
  • myMTN App/Web

 

The refunded airtime and data will be valid for 14 days from Sunday, October 17 2021. This means that the airtime and data will expire by 11.59 pm on Sunday, October 31 2021. On that day, all unused airtime and data will be cleared from the dedicated accounts.

 

If you have other accounts with values, the account with the shortest validity will be charged first before the refunded account and then your main account.

Note:

The first 1-minute call of the day for customers on YafunYafun and BetaTalk plan will be deducted first from the main account, after which subsequent charges will occur from the account with shorter validity before the refund account, then back to the Main account as applicable. Postpaid customers will first be charged from the account with shorter validity then the refund account before Credit limit account.

 

No. The refunded airtime and data is not transferable to loved ones or family.